Associate Tech Support Engineer — Solve & Optimize Software

Park Place Technologies

Highland Heights (OH)

On-site

USD 52,000 - 70,000

Full time

9 days ago

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Job summary

Park Place Technologies is seeking an Associate Technical Support Engineer to help customers configure and use our software products, troubleshoot issues, and ensure problems are resolved within agreed service levels.

You will work with development teams and sales to support Proof of Concept trials, while maintaining up-to-date knowledge of Entuity products and related IT technologies. Collaboration and strong communication are essential for success.

Qualifications

Bachelor’s degree in a Computer Networking or Software related discipline.
1–3 years’ experience with MS Windows, Red Hat Linux and VMware.
Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
Self-confident and resourceful with a positive attitude.
Well organized and able to stay focused when under pressure.
Enjoys problem solving and interaction with others.
Good communication skills and a sense of humor.

Responsibilities

Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
Troubleshoot and identify the cause of customer software product problems.
Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
Work closely with Software Development Teams on the resolution of customer problems.
Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
Develop and maintain a full and current awareness of Entuity products.
Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies’ products and services.
Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
Advise customers how to customize Entuity software dashboards, reports, and exports.
Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
Issue customer licenses as required.
Create and issue Device support software configurations and overrides to customers as required.
Other duties as assigned.